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Job Description
:
Real Time support & Escalation Monitoring
Monitor service query tracker to ensure tickets raised by sales are getting responded within given TAT.
Prepare regular dashboards & circulate to concerned process owners regarding the queries raised under respective process with status flags.
Prepare & present dashboard for NHOD on various queries raised by sales team & resolution TAT maintained w.r.t to various query categories & propose solution to minimize the queries going forward.
Online Policy failure cases policy issuance request to be processed within a -TAT 2Hrs for 85% of the cases on working day
Endorsement request to be processed within a -TAT 2Hrs for 85% of the cases on working day
Customer grievances escalation to be resolved with TAT of 6Hrs for 85% of the cases on working day.
CD Regeneration, based on U/W , ZH approvals.
RTM Location code / IMD change, bulk RTM and individual RTM changes to be handled end to end
Grievance Redressal Unit
Act as the registered Grievance Redressal officer for all the channels under Retail Sales function
Conduct root cause analysis of all problem statements received from Intermediary & customers
and highlight the true picture/concerns to the NHODs and senior management
Revisit all complaints and grievances to fix the existing processes, bridge the gaps (if any)
and redesign SOP on 80:20 principle in close collaboration with NHODs
Audits
Address and provide resolution to all IRDA queries related to Retail Sales functions
Ensure 100% closure of all internal and external audit observations within TAT
Maintain complaint report and publish the same to management on monthly/quarterly basis
Departmental co-ordination
Co-ordination with department for PDA and NCB clearance.
NCB Recovery-Sharing updated NCB details Following up NHOD/ZH/TL/TM for NCB clearance.
PDA Clearance- Sharing updated PDA report, Following up NHOD/ZH/TL/TM for PDA clearance
Department
:
HO
Open Positions
:
1
Skills Required
:
Industry Understanding & Competitive Awareness; Relationship Management; Stakeholder Management; Team Management; Data Analysis
Location
:
HO
Education/Qualification
:
Graduate/Post Graduate
Desirable Skills
:
1.Good communication skills. 2.Flexible & adaptable to change. 3.Well versed with MS Office. 4.Should have good analytical and problem-solving skills. 5.Should be aware of the Local language.
Years Of Exp
:
1 to 5 Years
Posted On
:
15-Dec-2022
Designation
:
Backoffice Support Virtual Office
